What does safe and reliable mean to our customers?

When I think back on the 31 years I have worked for PSE&G in various roles, the common goal among utility employees is to provide safe, reliable utility service — ensuring that the electricity is on and gas is flowing – safely.

Our customers’ expectations are continuously changing, including how they may interpret the promise of “safe” and “reliable.”  From ensuring their children are safe when playing near our equipment, to powering their homes, schools, and workplaces during a pandemic, to having knowledgeable and friendly employees that respond to their questions and emergencies.

So how do we know that we’re doing a good job providing the safe, reliable utility service that our customers are looking for? The Cogent Syndicated Brand Trust Index is a composite score that incorporates utility performance based on customer focus, community support, communications effectiveness, reliable quality, environmental stewardship and reputation.

We are very happy to share that PSE&G ranked first among the combined gas and electric utilities surveyed in the East Region Utilities Brand Trust Performance, ahead of eight other utilities in the category.

Forty-four utilities, including PSE&G, were recently named as a “2020 Most Trusted Brand,” having scored highest on the Brand Trust Index, grouped by geographic area. These and other findings are from the 2020 Cogent Syndicated Utility Trusted Brand & Customer Engagement™: Residential study from Escalent, a top human behavior and analytics firm. The survey was conducted among 70,438 residential electric, natural gas and combination utility customers of the 140 largest U.S. utility companies (based on residential customer counts).

Being named the most trusted combined utility brand in the East region is an honor and a testament to PSE&G’s dedication to creating a customer centered culture as well as investing in economic and workforce development, local and civic organizations and the environment with the aim to build thriving and sustainable communities.

We will always strive to provide our customers with safe, reliable utility service and are committed to creating positive customer experiences and building strong, trusting relationships with our customers and communities.  

Dan Eichhorn, Chief Customer Officer – PSE&G

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